Transform every customer interaction with a confident, adaptive voice
This interactive workshop equips participants with the vocal and communication techniques needed to build trust, rapport, and influence in customer interactions. Through science-backed exercises, reflective practice, and real-world scenario activities, participants will learn how to use their voice as a collaborative tool – one that creates connection, supports clear understanding and drives positive outcomes.
Focusing on customer-facing roles (e.g., retail teams and/or customer care teams), the workshop explores how to adapt vocal style and delivery to suit different audiences, contexts, and emotional states. Participants will develop skills for making strong first impressions, maintaining productive relationships, and managing challenging conversations with professionalism, empathy, and authority.
Key Learning Objectives
- Understand the neuroscience of vocal influence and its effect on customer perception
- Recognise their own vocal patterns and default communication style in customer- facing situations
- Adapt vocal delivery using the four voice types – Authoritative, Collaborative, Motivating, and Calming – to suit different customer personalities and/or situations
- Apply the seven vocal attributes (tone, pitch, pitch contour, pace, pauses, emphasis, and volume) to build rapport, demonstrate credibility, and maintain engagement
- Use vocal strategies to create positive first impressions and foster long-term customer loyalty
- Manage tension and de-escalate difficult conversations while protecting the relationship
- Structure contributions using the P.R.E.P. method to speak with clarity and confidence in both planned and impromptu situations
- Develop a personal action plan to enhance vocal adaptability and influence
Who Should Attend?
This workshop is designed for professionals who interact with clients or customers
including sales, account management, customer service, and frontline roles. Ideal for anyone wanting to build trust, strengthen rapport, and handle challenging conversations with confidence.
Duration
Full day.
Like to know more?
Book a free discovery call to learn how the Collaborative Voice Skills for Retail and Customer Care Teams corporate training course can be tailored to support your team’s development.
